THE EFFECT OF TOTAL QUALITY MANAGEMENT PRACTICES ON ORGANIZATIONAL PERFORMANCE: THE CASE OF HALLELUJAH GENERAL HOSPITAL

Abstract

The objective of the study was to examine the effect of total quality management practices on organizational performance with a special reference to Hallelujah General Hospital. Existing quality management practices related with top management commitment, employee involvement, training, customer focus and continuous improvement were assessed in view of their effect on organizational performance. A descriptive and explanatory survey designs were applied and questionnaire was used to gather primary data from 160 employees. The data collected was processed using Statistical Package of Social Sciences Version 22 and analyzed with descriptive statistical techniques (frequency distribution, mean and Standard Deviation) and inferential statistics (correlation and multiple linear regressions). The study's findings revealed that three out of five TQM dimensions, namely: top management commitment to quality, customer focus, and continuous improvement have statistically significant positive effect on organizational performance of Hallelujah General Hospital. Contrarily, employee involvement and training did not cause a statistically significantly effect on organizational performance in the case organization. The result of R2 value (coefficient of determination) shows that the five independent variables altogether explained 69.8% of the variation in organizational performance of Hallelujah General Hospital as represented by the R² value. This means implementation of TQM has a higher potential of improving organizational performance of Hallelujah General Hospital. Therefore, the study recommends that the hospital management should give appropriate attentions for TQM activities and used it as tools for improving the organizational performance.